Business English Presentation

2. Business English Presentation • Group Members: Nasir Javed Muhammad Shahid

3. Effective Phone Techniques Improve your job performance & Present a positive image for your organization

4. About Telephone In the 1870s, two inventors Elisha Gray and Alexander Graham Bell both independently designed devices that could transmit speech electrically (the telephone). Both men rushed their respective designs to the patent office within hours of each other, Alexander Graham Bellpatented his telephone first. Elisha Gray and Alexander Graham Bell entered into a famous legal battle over the invention of the telephone, which Bell won.

5. Purpose • Share specific guidelines and techniques! • Enhance your job performance • Present a positive image for your organization.

6. Communication • 7% with our words • 23% with the tone of our voice • 70% by the actions of our body and face

7. 7 Main Points • Be Prompt, Prepared and Courteous • Employ Effective Listening • Diffuse Anger or Frustration • Offer Professional Assistance • Delivering a Difficult Message • Balancing your time with the needs of the caller • Conclude the Call Professionally

8. Be Prompt, Prepared & Courteous • Be Prompt: • Answer phone on 1st ring • Be ready to pay attention • Use consistent greeting (Good Morning Los Rios...) • Always identify the organization and your name.

9. Be Prompt, Prepared & Courteous • Be Prepared: Always have paper and pencil close Be ready to Listen Have all tools close by to answer questions

10. Be Prompt, Prepared & Courteous • Be Courteous: Treat each caller like a guest Always smile! – It can be heard! Treat each caller like you would want to be treated.

11. Effective Listening • Really Listen! • Two types: Comprehensive To understand what caller is saying Critical To evaluate and determine the facts

12. Effective Listening • Show that you are Listening! Be attentive Ask caller’s name and then repeat it Ask what company the caller is from Empathize with callers feelings (if necessary)

13. LISTEN… • L = Let Others Speak • I = Intend to ‘Hear” Them • S = Speak When It Is Your Turn • T = Talk With Them, Not At Them • E = Enthusiastically Respond • N = Never Speak When Others Are Talking

14. Offer Professional Assistance • Establish a respectful relationship Always ask how you may help Ask caller’s name and if appropriate, the name of their company. • Advise honestly what you can do to assist Be helpful but honest and don’t promise what you cannot deliver.

15. Offer Professional Assistance • Placing the caller on hold. Always ask their permission Check back within 30 seconds • Calling the caller back. State reasonable and accurate time you can call back. Call back when promised. Promise only what you can deliver.

16. Concluding the Call Professionally • Always thank the caller (by name) for the call. • Remind the caller of what you promised (if appropriate). • Remind the caller of any actions they are assuming. • Remember that a clear message avoids unnecessary calls.

17. SUMMARY • Be Prompt, Prepared, and Courteous • Listen Effectively • Offer Professional Assistance • Diffuse Anger or Frustration • Deliver the difficult message positively • Balance your time with callers needs • Conclude the call Professionally

18. Learn It – Use It! • Name (3) techniques you’ve learned • List (1) thing you will change immediately • Share your best ‘phone skills’ advice • Questions?

19. THANK YOU!